voice
Special Report: Unlocking the Power of Voice
September 30 by Brooke LynchThe customer experience is evolving. When we discuss innovation in the customer service space, we immediately jump to digital. When we highlight CX trends...
How-To Guide: How To Enhance Customer Satisfaction Through IVR
December 30 by Brian CantorMany companies are struggling to optimize their phone channel, instead subjecting customers to the long wait times, impersonal support, and frustrating voice menus that have long undermined customer s...
Special Report: Voice of the Customer
September 29 by Brooke LynchToday’s customers are searching for new ways to provide feedback. They are appropriating their social media accounts as customer service tools and reaching out to brands on any platform available.
'Customer Service Voice': How Tone Impacts CX
January 11 by Brooke LynchWhen speaking to a customer service agent, most callers expect a pleasant and hopefully seamless interaction. Though the content of the conversation is typically most important, agents’ enthusiasm and...
Walmart Shoppers Can Now Use Apple's Siri To Order Groceries: What This Means For The Future Of CX
December 23 by CCW DigitalThe state of voice technology has an undoubtedly dominant demand in the vast market of retail and e-commerce.
KLM Royal Dutch Airlines to Use Employee Voices for its Voice Assistant
August 23 by Kindra CooperAirline reiterated its commitment to merging technology with a personal touch
The Key to Making Your Voice of the Customer Actionable: Part 2
August 26 by Reg GoekeI’ve already talked about the importance of choosing the right metric in order to make your voice of the customer actionable in the call center. It should also be obvious that your voice of th...